Spécialiste des opérations retail / Operations Retail Analyst

NAOS CANADA INC.•Montreal, QC

9d•CA$48,000 - CA$58,000•Onsite

About The Position

NAOS North America is hiring a Retail Operations Specialist to own order fulfillment and day-to-day account operations for a set of US retail accounts.

Requirements

2–5 years of experience in retail/e-commerce account operations, order management, or deduction/chargeback resolution.
Hands-on experience with retailer vendor portals and EDI-based order/compliance workflows.
Experience with ERP or order-management systems.
Strong root-cause investigation and follow-through skills — comfortable owning a dispute or issue from discovery to resolution.
Comfortable working across multiple platforms and tools (order-management systems, retailer vendor portals, EDI/compliance tools).
Process-oriented, with a track record of spotting and fixing workflow gaps.
English required; this role supports a 100% US-market account base.

Nice To Haves

SAP experience.
Experience in CPG, beauty, or dermocosmetics industries.
Familiarity with medical/professional or dermatology retail channels.
Experience with social-commerce or consignment retail models.

Responsibilities

Manage the core order fulfillment lifecycle across sales channels: order entry and processing, shipment tracking, delivery confirmation, and resolving discrepancies or delays as they arise.
Manage day-to-day 3PL activity and escalate issues directly with providers — shipping delays, damages, inventory mismatches — until they're resolved.
Own day-to-day order operations for a portfolio of secondary and mid-tier retail accounts, plus new-client onboarding as the account base grows.
Manage order flow and issue resolution for dermatology and medical professional accounts, providing high-touch, white-glove service.
Support order operations for emerging social-commerce channels and consignment arrangements.
Handle routine compliance submissions and tracking across retailer vendor portals (EDI 856/945, ASN, OTIF, UPC validation).
Investigate and resolve deduction and chargeback disputes through retailer vendor portals as needed, root-causing issues with our third-party logistics provider and tracking recovery.
Manage freight claims and damage cost recovery with carriers and our logistics provider.
Identify and pursue cost-saving opportunities — transport mode, packaging, compliance-penalty avoidance — building a recurring savings pipeline.
Identify recurring friction points in order and dispute workflows and propose fixes.
Maintain or build SOPs and checklists for recurring tasks.
Support reporting on order, compliance, and cost-recovery KPIs.
Act as an escalation point for account-related issues that require operational follow-through, partnering with the sales team on issues that cross into operations.
Serve as cross-trained backup for a peer's book of accounts during absences, ensuring continuity on time-sensitive retailer workflows (exact backup pairing may shift based on customer service team structure).